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Technical Account Manager at Platform9
Austin, TX, US
The Technical Account Manager is the key partner and trusted advisor helping customers achieve their strategic objectives and maximum value from their investment in Platform9. Additionally, the TAM serves as the liaison between the customer and the Platform9 ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services and others.
 
Responsibilities
  • Provide immediate on-boarding activities such as installation and training following an investment of Platform9
  • Own overall relationship with assigned clients, which include: increasing adoption, ensuring retention, and satisfaction
  • Work with clients to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
  • Measure and monitor customers achievement of critical and key performance indicators, reporting both internally to Platform9 account stakeholders and externally to Customer Sponsors and Executives
  • Establish regular cadence (weekly, Monthly, Quarterly) with each assigned clients, to review health metrics
  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our solution and services
  • Develop presentations for Platform9 business reviews showcasing customer ROI, identifying strategic objectives, and alignment with Platform9 product roadmaps
  • Identify and/or develop account growth opportunities 
  • Work closely with the Platform9 Sales Account team (Account Executive, Solutions Architects, Professional Services) to assist in closing the opportunity.
  • Advocate customer needs/issues cross-departmentally (Product Management and Engineering)
  • Drive the creation and management of reference customers for Sales and Marketing to develop case studies and provide reference calls.
  • Program manage account escalations
  • Provide expert deployment and operational best practices with documented knowledge base articles
  • Assist in workshops to help customers leverage the full value of the Platform9 solution
  • Provide insights with respect to the availability and applicability of new features in Platform9
  • Support Platform9 Professional Services in identifying and recommending training opportunities
  • Act as the Platform9 liaison for Platform9 technical questions, issues or escalations. This will include working with Platform9 Support, Solution Architects, Product Management (i.e. roadmaps), or others needed
  • Maintain current functional knowledge and technical knowledge of Platform9 products

Requirements
  • 3+ years of experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
  • Prior experience in Customer Success or an equivalent history of increasing satisfaction, adoption, and retention
  • Familiarity working with clients of all sizes, especially large enterprise organizations
  • Exceptional verbal, written, organizational, presentation, and communications skills
  • Detailed oriented and analytical
  • Strong team player but a self-starter
  • Strong technical, analytic and problem-solving skills
  • Understanding of public and private cloud technologies (Kubernetes, OpenStack, VMware, AWS, Azure, Google Cloud)
  • Understanding of Infrastructure-as-a-Service, distributed systems, and cloud native methodologies.
  • Above average Linux system administration skills working via the command-line over SSH including:
  • Configure network interfaces (static IPs, VLANs, Bonding)
  • Managing storage partitions
  • Installation and operation of Linux operating systems and hardware investigation/manipulation commands
  • BASH/Shell scripting including systems and init.d startup scripts
  • Package management (RPM, etc. to add/remove/list packages)
  • Understanding of system log files/logging infrastructure
  • B.Sc. in Computer Science or equivalent experience desired
  • Project management experience & skills
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